Organizations boost productivity by orchestrating AI adoption, workplace operations and employee experience, ISG Provider Lens® report says
U.S. enterprises are shifting from hybrid workplace enablement to AI-driven workplace ecosystems that embed intelligence into everyday work, according to a new research report published today by Information Services Group (ISG) (Nasdaq: III), a global AI-centered technology research and advisory firm.
The 2026 ISG Provider Lens® Future of Work — Services report for the U.S. finds that AI is becoming an integral part of workflows, collaboration environments and decision processes rather than a standalone automation technology. As organizations contend with economic pressures, talent shortages and rising productivity expectations, they are integrating workplace technologies, operations and employee experience to create more cohesive environments that improve business performance.
“Pervasive use of AI is beginning to fundamentally change the nature of work and workplaces,” said Bill Huber, ISG partner, Digital Platforms and Solutions. “To integrate it successfully, enterprises need to connect people, technology and processes in ways that deliver tangible operational improvements.”
Enterprises are embedding AI into routine work to automate repetitive tasks, improve decision speed and increase contextual awareness across business activities. Organizations recognize that successful AI adoption depends on workforce skills, organizational trust and responsible implementation as much as technical deployment. They are investing in workforce enablement and change management programs to help employees incorporate AI into daily work.
Organizations increasingly measure workplace transformation in terms of business outcomes rather than traditional IT performance metrics. Productivity, employee sentiment and task success, as much as technology performance, are now key indicators of success in these initiatives. Enterprises also are investing in change management and governance practices, while coordinating stakeholders from all business functions, to help translate workplace strategies into sustained operational benefits.
As integration across domains introduces complexity, especially in large, fragmented organizations, many U.S. enterprises are working to simplify workplace environments through vendor consolidation, platform standardization and tool rationalization. These initiatives improve coordination across IT, HR and business operations while reducing operational friction and creating more manageable workplace ecosystems, ISG says.
“Workplace transformation is becoming an orchestration challenge rather than a technology challenge,” said Bruce Guptill, lead author of the report. “Providers that can coordinate platforms, operations and employee experience are helping organizations manage growing complexity while improving business outcomes.”
The report also explores other trends affecting U.S. workplace services, including the growing importance of sustainability in workplace strategies and the increasing convergence of IT, human resources and facilities management as organizations create more integrated workplace environments.
For more insights into the workforce challenges faced by enterprises in the U.S., along with ISG’s advice for addressing them, see the ISG Provider Lens Focal Points briefing here.
The report evaluates the capabilities of 53 unique providers across five quadrants: Workplace Strategy and Enablement Services, Digital Workplace Operations and Support Services — Large Accounts, Digital Workplace Operations and Support Services — Mid Market, AI-augmented Collaboration and Experience Services and Smart and Sustainable Workplace Services.
The report names Accenture, Cognizant, HCLTech, Infosys, TCS and Wipro as Leaders in four quadrants each. It names Capgemini, DXC Technology, Kyndryl, NTT DATA and Unisys as Leaders in three quadrants each. Deloitte is named as a Leader in two quadrants, and Bell Techlogix, CompuCom, Hexaware, Lenovo, LTM, Pomeroy, PwC, Red River, Stefanini, Tech Mahindra and Zensar Technologies are named as Leaders in one quadrant each.
In addition, Computacenter is recognized as a Rising Star — a company with a “promising portfolio” and “high future potential” by ISG’s definition — in two quadrants. Kyndryl, NTT DATA and Tech Mahindra are recognized as Rising Stars in one quadrant each.
In the area of customer experience, Infosys is named the global ISG CX Star Performer for 2026 among Future of Work (Workplace) – Services providers. Infosys earned the highest customer satisfaction scores in ISG’s Voice of the Customer survey, part of the ISG Star of Excellence™ program, the premier quality recognition for the technology and business services industry.
Customized versions of the report are available from Bell Techlogix and Computacenter.
The 2026 ISG Provider Lens Future of Work — Services report for the U.S. is available to subscribers or for one-time purchase on this webpage.
